"Appalling service"

About: King George Hospital

I took time off work to attend an appointment. I arrived in the Department but there was no receptionist and the position was closed (14.30). I went into the Department to report to the nurse, but there wasn't a nurse in sight. After a lengthy wait a Sister emerged from one of the rooms. I asked for help to report in and after a wait for her to finish doing other things she came back and tried to find my case papers. She failed. Just before she left the Department she advised to me to talk to the medication nurse when she came out. I waited. The door opened the patient came out, and I was in a race with a lady who had been waiting since 11.15 to see the nurse. I spoke to the nurse and asked her if she had my paperwork. After a search she said no. I showed her the appointment card to show that I was not mistaken. This prompted a search of the computer system which revealed that someone had cancelled my appointment in December. News to me I said. I need medication. A shrug of the shoulders was the response. Can you give me another appointment. No I'm booked was the response. What shall I do I asked. Another shrug. I need some medication I said. She looked at the system and said that I had an appointment with the Specialist in June. Not long to wait. I left with no apology, no help, and no appointment card as she had not given it back to me. I wonder when that next appointment is supposed to be?

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Response from King George Hospital

I would like to apologise for the poor experience you had and thank you for sharing your experience. I will raise this with the staff in the Rheumatology department, as it is not acceptable to leave a patient unsupported like this. Best wishes Flo Panel-Coates Director of Nursing

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